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Industry Leaders Combine to Deliver Best-In Class Cross-Channel CRM Retail and Commerce CRM, Retail, and Commerce

The following is intended to outline our general product

• direction. It is intended for information purposes only,

and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing and should not be relied upon in making purchasing

• decisions. The development, release, and timing of any

features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Agenda O l & ATG T th St t i R ti l

• Oracle & ATG Together – Strategic Rationale
• Oracle & ATG – Unified Product Strategy
• Customer & Partner Feedback

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Strategic Rationale Strategic Rationale

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Oracle & ATG Together – Strategic Rationale

• Businesses want to reach customers and carry out commerce through

multiple channels

• Businesses want to provide customers with common business processes
• Businesses want to provide customers with common business processes

and a unified experience across channels

• Oracle & ATG together provide a complete and best-of-breed suite of

products technology & applications (CRM Retail Supply Chain ERP) products - technology & applications (CRM, Retail, Supply Chain, ERP) - to enable cross-channel CRM, retail, and commerce

• Oracle & ATG have a clear strategy and phased roadmap to integrate

th i d t d idl d li thi ifi d i i their products and rapidly deliver this unified vision

• Customers, partners, and analysts have reacted positively to the

acquisition and combined product roadmap

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Oracle and ATG Address a Significant Market Opportunity

e-Commerce Software

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Retail Applications Software

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CRM Software

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ATG is the Leading e-Commerce Software Provider Oracle is the Leading CRM and Retail Applications Provider

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g pp

SOURCES: 1. ATG Internal Estimate; 2. IDC, 2010 Worldwide Software Market Forecaster Vertical Markets Worldwide Market Level – December 2010 – Worldwide Application Software for 2009;

• 3. IDC, Worldwide CRM Applications 2010-2014 Forecast Update – September 2010

7 Reasons Why Companies Need ‘Cross Channel’

• 1. Companies must interact with customers across more channels
• 2. These channels only support siloed processes, requiring duplication
• 3. These siloed channels dramatically increase integration expense

4 LOBs cannot make smart trade-off decisions to effectively align to KPIs

• 4. LOBs cannot make smart trade off decisions to effectively align to KPIs

across channels

• 5. CRM is not leveraged by today’s cross-channel customer journeys

g y y j y

• 6. Frustrated customers lead to lost wallet share, loyalty and revenue

7 C t h l ill i i l l W b t h l

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• 7. Customer channels will increasingly leverage Web technology

Companies Must Interact with Customers Across More Channels

Store Call Center Field Service Online Mobile Social Kiosks Clienteling

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Clienteling

These Channels Only Support Siloed Processes

Social Mobile Online Store Call Center Field Service

PRICING PRICING PRICING PRICING PRICING PRICING ORDER CAPTURE PROMOTIONS ORDER CAPTURE PROMOTIONS ORDER CAPTURE PROMOTIONS ORDER CAPTURE PROMOTIONS ORDER CAPTURE PROMOTIONS ORDER CAPTURE PROMOTIONS LOGIC LOGIC LOGIC LOGIC LOGIC LOGIC

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DATA DATA DATA DATA DATA DATA

Siloed Channels Dramatically Increase Integration Expense

• Integration of end-to-end processes spanning

multiple systems

• Replication of business logic and rules across
• Replication of business logic and rules across

channels

• Replication of business process across channels
• Replication of data across channels
• Replication of business planning and management

across channels across channels

• Investment in multiple middleware systems and

technology stacks

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LOBs Cannot Make Smart Trade-Off Decisions to Effectively Align to KPIs Across Channels g

Cross-Channel Merchandise Optimization

• yalty
• rmation & Lo

Cross-Channel Merchandise Execution P i t f S l W b St /M bil Customer Info Store Merchandising eCommerce/ Mobile Merchandising Catalog Merchandising Call Center

Buying Behavior

Point-of-Sale

Buying Behavior, Loyalty, & Returns Management

Web-Store/Mobile

Buying Behavior, Loyalty, & Returns Management

C Cross Channel Inventory Visibility Available to Promise & Fulfillment

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Cross-Channel Inventory Visibility, Available to Promise, & Fulfillment

CRM Is Not Leveraged By Today’s Customer Journeys

Web Web

Comparison Site Buy Online

Research Shop Buy Service Pickup

Buy Online

Contact Center Contact Center In-Store In-Store

Visit Retail Store Chat Local Store Place Order Call to Research Accessory Return in Store

Catalog Catalog Mobile Device Mobile Device

Google Search Product Info Kiosk Begin Catalog Order Browse Catalog

Device Device eMail eMail Social Social

Search Facebook Fan Club Email Order Confirm w/Rec Share Experience

• n Twitter

Read Reviews Troubleshoot On Community

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Fan Club

• n Twitter

On Community

Frustrated Customers Lead to Lost Wallet Share, Loyalty and Revenue y y

LOST REVENUE LOST REVENUE CUSTOMER FRUSTRATION CUSTOMER FRUSTRATION Percentage of customers dissatisfied g with cross-channel experience Revenue lost by enterprises in 16 key global economies due to customer defections and abandoned purchases Percentage of multi-channel customers that switch vendors after

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customers that switch vendors after a single bad experience

Customer Channels will Increasingly Leverage Web Technology

Ki k P i t f S l Mobile Shopping Kiosk Point of Sale Clienteling

GET /index.html HTTP/2.0 Host: www.example.com

HTTP HTML Java

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Companies Want a Single-Provider Solution That…

• Leverages customer information from all

channels and systems

• Manages interactions across all channels
• Manages interactions across all channels
• Unifies commerce, merchandising,

marketing, and service across all g, channels

• Provides personalized, choreographed

consumer journeys across all channels consumer journeys across all channels

• Integrated to supply chain management,

and order orchestration and fulfillment

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Oracle and ATG Together

BEST BEST IN IN CLASS CLASS BEST BEST-IN IN-CLASS CLASS C Ch l Ch l Cross Cross Channel Channel

CRM | Retail | Commerce CRM | Retail | Commerce CRM | Retail | Commerce CRM | Retail | Commerce

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Unified Product Strategy Unified Product Strategy

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Oracle and ATG Deliver Best-In-Class CRM, Retail and Cross-Channel Commerce ,

• 1. Deliver cross-channel sales, marketing, service and loyalty
• 2. Provide cross-channel merchandising, pricing and order capture
• 3. Support integrated order orchestration, order management,
• rder fulfillment, and intelligent supply chain management

g pp y g

• 4. Exploit industry standard Fusion Middleware

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Why Oracle + ATG for Retail - Today

Best-in-Class CRM, Retail, and Cross-Channel Commerce Unify online and offline merchandising

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Receive targeted Receive targeted

• ffer via email
• ffer via email

Automate end-to-end cross-channel retail operations including order

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Go to Web, chat Go to Web, chat with agent and with agent and Receive thank Receive thank-

• you SMS and

you SMS and

retail operations, including order capture, supply chain, fulfillment, and service

2

with agent and with agent and

• rder
• rder

you SMS and you SMS and loyalty reward loyalty reward

Deliver seamless cross-channel consumer experience

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Pick up items in Pick up items in store store Ask cashier to Ask cashier to place additional place additional Web order for Web order for item not at store item not at store

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Why Oracle + ATG for Telecommunications - Today

Best-in-Class CRM, Retail, and Cross-Channel Commerce Enable next-generation, integrated self-service channels

Review product Review product friend referred to friend referred to

• n
• n Facebook

Facebook

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Reduce time to market for new

• n
• n Facebook

Facebook Go to Web, click Go to Web, click-

• to

to-

• call agent and

call agent and dd it t dd it t Receive thank Receive thank-

• 2

Reduce time to market for new products and services

add item to add item to wishlist wishlist you email you email

2

Lower costs and improve operating efficiency through integrated cross- channel order and supply chain management

Visit store and Visit store and complete order complete order Activate service Activate service

• n
• n smartphone

smartphone

3

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management

Why Oracle + ATG for Financial Services - Today

Best-in-Class CRM, Retail, and Cross-Channel Commerce Provide personalized recommendations for financial products and services

Accept Accept personalized personalized

• ffer via ATM
• ffer via ATM

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products and services Enable continuous cross-channel

• ffer via ATM
• ffer via ATM

Receive follow Receive follow-

• up email with link

up email with link Visit branch; Visit branch; Web info is Web info is waiting for waiting for

2

Enable continuous cross-channel processes

up email with link up email with link to HTML form to HTML form waiting for waiting for application application completion completion

2

Support and integrate key customer interactions across channels

Click Click-

• to

to-

• call/chat

call/chat and ask agent for and ask agent for help filling out help filling out form form Proactively receive Proactively receive directions to local directions to local branch on branch on smartphone smartphone

3

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Why Oracle + ATG for You

Best-in-Class CRM, Retail, and Cross-Channel Commerce

CUSTOMER TODAY TOMORROW CUSTOMER TODAY TOMORROW

Planning and Planning and Optimization, Optimization, Merchandise Merchandise Operations, Stores Operations, Stores Order Mgmt, DOO Order Mgmt, DOO, , Supply Chain Supply Chain Management Management Marketing and Marketing and Loyalty Loyalty Management Management

Best-in-Class Commerce

Customer Service Customer Service

Best-in-Class CRM

Online Commerce Online Commerce Online Online Merchandising Merchandising Search and Search and Searchandising Searchandising Recommendations Recommendations and Live Help and Live Help

Best-in-Class Retail

Online Commerce Online Commerce Online Online Merchandising Merchandising Search and Search and Searchandising Searchandising Recommendations Recommendations and Live Help and Live Help

Best in Class CRM

Recommendations Recommendations Knowledge Knowledge

Best-in-Class CRM On Demand

Recommendations Recommendations and Live Help and Live Help Online Commerce Online Commerce Knowledge Knowledge Management Management Self Service Self Service

Best-in-Class

CRM On Demand CRM On Demand Marketing On Marketing On Planning and Planning and Optimization, Optimization, PRM On Demand PRM On Demand

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Best in Class Optimization

CRM On Demand CRM On Demand Demand Demand Merchandise Merchandise Operations Operations PRM On Demand PRM On Demand

Introducing ATG Commerce 10

• The culmination of 15 years of Commerce experience,

innovation leadership and customer success innovation, leadership and customer success

• The largest and most significant release in 10 years
• Reflects and enables the evolution from

‘eCommerce’ to ‘Cross-channel commerce’

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ATG Commerce 10

Driving Cross-Channel Commerce

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ATG Commerce 10

Empowering Business Users

• Built for simplicity and usability
• Enables personalized

cross–channel merchandising

– Catalogs, Pricing, Promotions, Content

• Drives consistent interactions

across all ‘Sites’ across all Sites

– Web, Mobile, In-store, Contact Center

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ATG Commerce 10

Market-Leading Merchandising Applications

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ATG Optimization

Optimizing Cross-Channel Interactions

• Live Help

– Unified agent console with Click Unified agent console with Click to Call, Chat & Email integration – Improved agent productivity and security features

• Recommendations

– Live recommendations management & analytics management & analytics – More powerful merchant control

• ver relevancy and filtering

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Integrating ATG with Oracle Fusion Middleware

Add Best-in-Class Oracle Technology to Industry-Leading Online Commerce Platform

• Integration with Oracle Business Intelligence Suite Enterprise Edition for full range of analytic and

reporting capabilities

• Certification with Oracle WebLogic Server for high availability and scalability, and superior Oracle

integration

• Integration with Oracle Coherence for leading replicated and distributed data management and caching
• Integration with Oracle Universal Content Management for enterprise-class content management
• Certification with Oracle Identity Management for management of high population B2C customer bases
• Certification with Oracle Database11g R2, and Oracle Exalogic for complete, integrated application-to-

disk solution

• Integration with Oracle SOA Suite and Oracle BPM Suite for standards based process orchestration
• Integration with Oracle SOA Suite and Oracle BPM Suite for standards-based process orchestration
• Integration with Oracle WebCenter Services for communities and social collaboration

within ATG

• Integration with Oracle Real-Time Decisions for cross-channel, unified real-time decisioning and

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Integration with Oracle Real Time Decisions for cross channel, unified real time decisioning and messaging

Integrating ATG with Oracle Siebel CRM and Oracle E-Business Suite

Add Best-in-Class CRM and ERP to Industry-Leading Online Commerce Platform

• Integration with Oracle E-Business Suite (EBS) for unified supply chain management, available to

promise (ATP), fulfillment, and unified product master p ( ), , p

• Integration with Siebel and Oracle EBS Order Management for cross-channel, consistent commerce

processes, pricing and promotions, content personalization and real-time product recommendations

• Integration with Siebel Loyalty to reward and recognize customers and enable loyalty currency for

Integration with Siebel Loyalty to reward and recognize customers and enable loyalty currency for commerce across channels

• Integration with Siebel Marketing for cross-channel, closed-loop campaign management and

dynamic 1:1 personalized communication

• Integration with Oracle Fusion Distributed Order Orchestration for cross-channel order orchestration

and fulfillment across heterogeneous supply chains

• Integration with Siebel Service to enable cross-channel support, including knowledge management

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g pp , g g g and live help

Integrating ATG with Oracle Retail Applications

Add Best-in-Class Retail Applications to Industry-Leading Online Commerce Platform

• Integration with Oracle Retail Point of Service for unified customer recognition and

cross-channel order execution

• Integration with Oracle Retail Merchandising for cross channel inventory visibility &
• Integration with Oracle Retail Merchandising for cross-channel inventory visibility &

reservations and endless aisle product assortments

• Integration with Oracle Retail Price Management and Price Optimization for optimized pricing

and promotions across all channels

• Integration with Oracle Retail Assortment and Category Planning for optimized cross-channel

assortments

• Integration with Oracle Retail Demand Forecasting for accurate cross-channel sales and

g g inventory demand

• Integration with Oracle Retail Advanced Inventory Planning for optimized inventory distribution

across the supply chain using commerce information

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Customer & Partner Feedback Customer & Partner Feedback

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Customers and Partners Respond Positively

“As a customer of both Oracle and ATG, we view the integration of the

two companies as a natural fit. We look forward to new efficiencies that address our online and cross-channel business strategies and help us further provide superior customer experiences.” Kevin Cunnington, Global Head of Online

“With customers rapidly moving to online digital channels for

commerce, Oracle and ATG combined will offer leading companies all f th biliti th d f i l id t d li

• f the capabilities they need, from a single provider, to deliver

consistent and high quality cross-channel customer journeys that result in high-value brand experiences. Ewen Sturgeon, CEO, LBi EMEA

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g , ,

Analysts Respond Positively

“Oracle has already assembled quite a few key components to the new connected commerce offering with robust Oracle has already assembled quite a few key components to the new connected commerce offering with robust CRM, merchandising, analytics, inventory management, etc. and with this addition to its portfolio extends the platform significantly. In particular, ATG adds a robust platform that works across online, in store and mobile channels creating the new omni-channel commerce offering.”

Michael Fauscette Group Vice President Software Business Solutions –Michael Fauscette, Group Vice President, Software Business Solutions

“Oracle’s acquisition of ATG is important for current Oracle Retail users who’ve been contemplating an ecommerce f h b t it l t t it f th id k t ith d t d t d t d l ti il bl f refresh, but it also creates an opportunity for the mid-market, with end-to-end-to-end-to-end solutions available from a single vendor. Oracle is assembling a stunning suite of retail products.”

–Paula Rosenblum, Managing Partner

“eCommerce sits at the gateway for Social CRM, Mobile, and Cloud. Companies now realize the need to consolidate multi-channel efforts onto common platforms. ATG gives Oracle one of the leading eCommerce platforms.”

–R “Ray” Wang, Principal Analyst and CEO

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Note: IDC Quote Source -- “Modern eCommerce, or is that just next gen commerce?” Michael Fauscette, IDC, November 8, 2010

Press Respond Positively

“Analysts said the acquisition, due to close early next year, was a good move for Oracle as it boosted its competitive position against Salesforce.com, as well as International Business Machine Corp…"It's a nice, safe acquisition for Oracle," said Avian Securities analyst Jeff Gaggin, adding that the deal will expand Oracle's retail software portfolio, hi h i l d R t k t il ft it i d i 2005 ” (11/2/2010) which includes Retek, a retail software company it acquired in 2005.” (11/2/2010) “While ATG’s e-commerce application may not be industry-specific, it will complement Oracle’s already extensive CRM software ” (11/3/2010) “The news is that Oracle is buying independent ecommerce software provider, ATG of Cambridge MA for $1 billion I think it’s a good move for both companies ” (11/2/2010) Oracle’s already extensive CRM software.” (11/3/2010) Cambridge, MA for $1 billion. I think it s a good move for both companies. (11/2/2010) “Oracle can now offer a complete multi-channel commerce solution across web, branch, call to click and mobile ” (11/11/2010)

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call-to-click and mobile.” (11/11/2010)

Summary Summary

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Oracle & ATG Together – Strategic Rationale

• Businesses want to reach customers and carry out commerce through

multiple channels

• Businesses want to provide customers with common business processes
• Businesses want to provide customers with common business processes

and a unified experience across channels

• Oracle & ATG together provide a complete and best-of-breed suite of

products technology & applications (CRM Retail Supply Chain ERP) products - technology & applications (CRM, Retail, Supply Chain, ERP) - to enable cross-channel CRM, retail, and commerce

• Oracle & ATG have a clear strategy and phased roadmap to integrate

th i d t d idl d li thi ifi d i i their products and rapidly deliver this unified vision

• Customers, partners, and analysts have reacted positively to the

acquisition and combined product roadmap

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